Short and Tweet: how passengers want social media used during disruption

When rail and bus services are delayed, information is at a premium. New ways of communicating can help users make the best decisions - and they have some clear priorities

We’ve all been stuck on a station platform or at a bus-stop at one time or another, and there’s nothing more frustrating than having no idea about when your transport is actually going to turn up.

Recent research carried out by Passenger Focus showed getting this information during delays is passengers’ fifth highest priority for improvement, behind the most obvious needs of value for money, punctuality, frequency and being able to get a seat.

That’s why we have spent...

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